Unlocking the Digital Front Door: AI in Healthcare
Digital transformation is reshaping every industry, and healthcare is no exception. With all the change, the digital front door has emerged, integrating technologies for seamless, patient-centric experiences across all points of contact. The way patients interact with healthcare providers and how institutions manage operations has been revolutionized. Here’s how the digital front door, powered by […]
Personal AI Will Swamp Your Contact Center
Personal AI is getting ready to swamp your contact center with more calls and chats than you could possibly handle. Here’s how, and why, and what you can do about it. Last week OpenAI launched a new model: GPT4o. It’s better, 2x faster and 2x cheaper than their previous best model. This continues the ‘better, […]
Is Agent Assist Dead?
Agent Assist is dead. Long live knowledge-worker co-pilots. Perhaps a bold claim but let me explain. I’ve shared many examples of how Gen AI chatbots and voice bots can now handle more complex tasks, with powers of reasoning and conversational abilities that are nearly indistinguishable from human agents. That tells me that Gen AI will replace a large […]
Comparing the Cost of Generative AI vs. IVR vs. Human Agents
When it comes to handling customer contact, you have choices: Humans, Legacy IVR / NLU, and Generative AI. Which is right for your business, your customers, and your use case? The most obvious and objective way to look at this is through the lens of the cost per contact. If we make a bunch of […]
Methods, Monoliths, and Modules – How Applied AI Solutions Will Evolve (and how things tend to happen in the wake of major disruptive innovations)…
I’ve spent the better part of the past year thinking about the application and commercialization of Artificial Intelligence (AI), especially within customer experience and contact center domains. The pace of innovation and the rate at which capabilities have expanded has been absolutely mind-blowing – and it’s been fun and challenging to keep up. But, as […]
MythBusters: Debunking Four Common Myths Surrounding CX Cloud Adoption
In a landscape where digital transformation is paramount, cloud technology stands as a cornerstone for enhancing customer experience. Yet, misconceptions persist, derailing well-intentioned strategies and hindering excellent results. Here are four of the most common and destructive myths regarding CX cloud adoption. Myth 1: Cloud Migration is Effortless Contrary to the popular narrative, cloud migration […]
Generative AI – What’s Stopping You?
It’s been a year since OpenAI released ChatGPT to the world and sent everyone into a frenzy. What is it? How does it work? How could it work for my business? While the early adopters and industry disrupters raced to deploy early generative AI applications, there are still many businesses watching and waiting from the […]
5 Reasons You Should Rethink How to Shop for WEM
“Nah, we’re good. We contract directly with the manufacturer to get the best price and support.” We hear this a lot – and hey, we get why anyone shopping for a new WEM solution might think this is true. But it isn’t. Navigating the intricacies of a workforce engagement ecosystem can be a daunting task […]
Genesys FedRamp Authorization – What it is and why you should care
Genesys recently announced its attainment of Federal Risk and Authorization Management Program (FedRAMP) authorization for its Genesys Cloud CX platform. It’s a significant milestone, enabling U.S. government agencies to securely transition their contact center and communication platforms to the cloud. Understanding FedRAMP: A Government-Wide Cloud Security Program While the private sector has widely adopted cloud […]
Everything You Need to Know to Migrate from Twilio Flex UI 1 to Flex UI 2
If you’re using Twilio Flex as your customer experience (CX) platform, an important change is on the horizon. On May 16, 2023, Twilio announced they are dropping support for Flex UI 1 as of July 2024, requiring all Twilio Flex customers to migrate to their new 2 UI. Here’s what you need to know to […]
Let’s Never DO “Like for Like” Again
I am a proud Texas Aggie, as was my father before me and is my son. Once the blood takes on that maroon hue, there’s no returning to a sense of normalcy. One of the many things that distinguish Texas A&M is the rich panoply of traditions that infuse every aspect of daily life. Some […]
Is ChatGPT the customer service bot we’ve been looking for?
ChatGPT, the research chatbot released for public use by OpenAI has reignited discussions on the power of conversational AI and left many CX leaders wondering what impact it will have on customer service. Will it replace agents? Has it made everything innovation-first companies have invested in conversational AI over the past few years obsolete? Our […]
